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Achieving Balance Between AI and Human Experience

How to Leverage AI to Reduce Customer Experience Gaps

Shep Hyken interviews Gadi Shamia, CEO and co-founder of Replicant, a leader in Contact Center Automation. He shares how contact centers can automate the most common customer service calls and empower human agents to focus on empathy and more complex customer issues.

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Top Takeaways:

  • When you design your product, you plan for it to work perfectly. Customer service comes when there is a gap between how your product works and the way it was designed. Effective customer service closes the gap quickly and efficiently.
  • Not every call can be automated. You don’t want to automate calls that are highly emotional and complex. An example of this type of call is when a customer is planning their travels with an agent. The agent is involved in an advisory type of discussion, and the flexibility of the human brain is needed when the customer needs to move around different topics.
  • The calls that can be easily automated are transactional calls where the goal is clear, like rescheduling appointments or requesting roadside assistance. In these types of calls, we can leverage technology to get to a resolution faster.
  • Wasting time creates friction for the customer. If we can cut down the time it takes from when a customer calls to having their issues resolved successfully, it would significantly improve their experience.
  • A company must understand the balance between digital experience and human experience. It’s fair to push customers to a digital option first as long as a human agent is ready to take on the call as a backup when needed.
  • Plus, Gadi shares some highlights from Replicant’s first Contact Center Automation Benchmark Report and answers the question, Will AI eventually eliminate contact center calls?


“Customer service is the gap between how you design your system or product and how it actually functions.”

“Often leaders in customer service or CMOs think that when a customer calls, they really want the human touch. But most often what people want is for their issue to go away.”

“I don’t want to lower humans to the level of a machine. I want to elevate the machine to the level of the human.”


Gadi Shamia is the CEO & Co-Founder at Replicant, a leader in AI-powered contact center automation. They offer a platform that automates issue resolution through phone, text, and chat.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

  1. How does AI help to improve customer service?
  2. How does voice automation work?
  3. What customer calls should you automate?
  4. How can you leverage technology to serve your customers better?
  5. Is AI the future of customer service?

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